Manager, Service Insights & Workforce Optimisation

Lift reporting, analytics and insight capability across Service & ExperienceTurn complex data into meaningful actions and business outcomesLead workforce planning, reporting and analytics specialists
About USUniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia's largest super funds, the work you'll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you.
Our Service & Experience division is recognised for performance excellence and for shaping the future of retirement for our members every day. As we continue to grow, so do the opportunities for you to challenge yourself, develop new skills, and make a real impact. Within this role your ideas are valued, your ambition is celebrated and your work genuinely matters.
The RoleIf you're passionate about helping leaders make better decisions through, service insights, operational data and workforce intelligence, this is an opportunity to make a meaningful impact across one of Australia's leading super funds.
As our Manager, Service Insights & Workforce Optimisation, you'll lead an established team responsible for reporting and analytics as well as workforce planning, across our Service & Experience division. You'll provide strategic direction for the function, ensuring leaders have the insights, workforce intelligence and operational information they need to improve performance, prioritise resources and deliver better outcomes for members.
You'll play a key role in connecting, service performance, workforce optimisation and business priorities, helping leaders move beyond understanding what happened to understanding why it happened, what it means, and what action should be taken next.
Working closely with the Service & Experience Leadership Team, Data Office and key stakeholders across the business, you'll help shape the insights and workforce agenda, influence decision making, and ensure the function continues to evolve in line with business needs.
In this role you will:
Lead the reporting, analytics and workforce planning, function across Service & ExperienceSet the strategic direction for service insights, performance reporting and workforce optimisationTranslate business insights and workforce intelligence into recommendations, priorities and action plansPartner with leaders to improve service performance, workforce effectiveness and member outcomesInfluence and navigate enterprise stakeholders, including the Data Office, to achieve business outcomesLead workforce forecasting, capacity planning and resource optimisation activities across customer channelsDrive continuous improvement across, reporting. insight and workforce planning practicesLead, coach and develop a high-performing team of reporting analytics and workforce planning specialists
About YouYou're motivated by helping organisations make better decisions.
You understand how operational environments work and know how to bring together service insights, workforce intelligence, and business context to solve problems, improve performance and drive meaningful outcomes.
You're equally comfortable leading teams, influencing stakeholders and working through complex challenges. You know how to create alignment across different groups, navigate competing priorities and help leaders focus on what matters most.
Most importantly, you can take information, insight and data from multiple sources and turn it into practical decisions and actions that improve service performance, workforce effectiveness and member outcomes.
You will bring:
Proven leadership experience leading specialist teams in reporting, analytics, workforce planning, workforce optimisation, or operational performance environmentsStrong ability to interpret information, identify themes and translate insights into business decisions and actionExperience influencing senior stakeholders and building alignment across multiple teams and functionsStrong understanding of operational environments and how workforce, service and performance outcomes are connectedExperience working alongside reporting, analytics or data specialists and using insights to drive business outcomesExperience shaping workforce strategy, workforce optimisation practices and service performance outcomesWorkforce planning experience including forecasting, capacity planning, scenario planning and workforce optimisationA pragmatic, commercially-minded and outcomes-focused approachMost importantly, you'll be someone who can help leaders confidently make decisions, prioritise action and improve outcomes for members, teams and the business.
What US offerWe believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office.
UniSuper's high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us. These include:
A personal development budget of $1500 to support employees in their professional growthCommunity, Culture & Wellbeing leaveMental physical and financial well-being initiatives
At UniSuper, we value and celebrate diversity and inclusion in our workplace, where everybody can thrive. We believe that having a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don't meet all the requirements listed.
Think Great. Create Great.